Operational Readiness Manager

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About Nymbus Nymbus is a high-growth fintech company, empowering banks and financial institutions to transform faster, compete smarter, and deliver greater value in today’s digital marketplace. At Nymbus , we’re revolutionizing banking technology. Our award-winning modern core platform and cloud-based solutions help financial institutions modernize, scale, and succeed. As part of our team, you won’t just be part of a tech revolution; you’ll be at the forefront of it, driving innovation and delivering exceptional client experiences. Nymbus is building the next generation of fintech platforms, and that takes people who are ready to challenge convention, move with purpose, and reimagine what’s possible. We operate with an AI-first mindset across our business, continuously improving how we work, and the value we deliver to our clients. We want our partners to be thrilled about the possibilities we are creating together and the lasting impact our collaboration will bring to the industry and consumers. The journey to growth begins with doing something different. And that journey starts with the great people who make Nymbus . We challenge the status quo, question assumptions, and work together to turn bold ideas into meaningful progress. The Opportunity The Operational Readiness Manager owns the operational and technical foundation of the Digital Experience Center (DXC), a multitenant contact center supporting multiple financial institution clients. The role holds end to end accountability for the Contact Center as a Service (CCaaS) platform, conversational and agentic AI solutions, IVR architecture, digital form infrastructure, knowledge management, and the operational readiness of every client environment the DXC supports. This is both an ownership and a delivery role. The manager sets standards, defines architecture, and makes configuration and design decisions across the DXC technology stack, while also performing hands on build work in the CCaaS platform, IVR scripting environment, and conversational AI platform, where the manager is the primary builder of automated customer experiences. The role serves as an operational point of contact for financial institution clients, owns the vendor relationship for the contact center platform, and directs the work of the Operational Readiness Analyst. The position sits at the intersection of platform administration, solution design, client delivery, and process governance. Success requires deep technical fluency across multiple systems, sound judgment in a shared multitenant environment where a single change can affect several financial institutions, and the ability to translate client requirements into working configuration. What You Will Own 1. CCaaS Platform Ownership Own administration, configuration, and operational integrity of the CCaaS platform across all DXC client environments. Design and maintain routing architecture, skills, queues, points of contact, hours of operation, agent capacity profiles, security profiles, and dispositions. Establish configuration standards and govern how changes are proposed, tested, approved, and deployed across a shared multitenant environment. Assess platform releases, evaluate new features, and determine which capabilities are adopted and how they are implemented. Own platform incident response, including investigation, impact assessment, workaround decisions, and post incident review. Author root cause analyses for platform and virtual agent incidents and drive corrective actions to closure. Define and maintain operational frameworks such as incident severity scales, escalation paths, and readiness criteria. 2. IVR Architecture and Development Design, build, and maintain IVR scripts and call flow architecture for all supported financial institution clients. Own routing logic including menu structures, DNIS assignments, transfer paths, business hour and holiday behavior, and failover handling. Govern the relationship between development and product

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